Before reporting a performance issue

For Horizontal (B1UP, iPayment, CRMfor Outlook) products: review the Performance FAQ and troubleshoot the issue based on the steps provided. If the issues persist, please provide feedback from the troubleshooting steps in your ticket.

Before reporting missing information

Make sure to review our documentation and provide the relevant source in case something is missing. Check our e-learning materials.

Note: our goal is to provide faster support for customers who are being impacted by a potential error in our products, therefore missing information related requests may get re-prioritized depending of other product defects reported.

Note: advanced consultancy related questions will be classified as premium service requests.

Before reporting data inconsistency

For Beas Manufacturing: Collect the exact step by step process performed in the system. Deactivate other add-ons and custom logic at a transaction level. Test the scenario without third party application running to isolate the root cause of the behavior as we need to be sure that it is happening when only our product is running.

Note: once we have a detailed step by step process, we may need to have a back up database of the Customer to reproduce the behavior.

How to create the request

Submit a new request for Product Support

Provide your email address and select the type of the issue

Provide a descriptive subject

Provide a very specific summary and steps to reproduce the scenario

What happens when you follow the steps, and what you expected to happen instead.

Include the exact text of any error messages if applicable (or upload screenshots) relevant log files.

Let us know if there was any recent change in the Customer's environment

For example, describe from what version to what version have you done an upgrade.

SAP or OS update

Select the right priority level

Please create one ticket for one issue

Make sure to include all the relevant environment and system information